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Manager, Global IT Help Desk Support Service

Biogen - Badin, NC

Location US-NC-Research Triangle Park

Job Description Biogen delivers Global Help Desk Support Service via a managed service agreement with a third-party vendor. Day to day operational oversight of the help desk agents and call volume is managed by the third party. The Global Help Desk Manager is responsible to ensure the partner is delivering on their contractual support commitments as well as continuously improving the environment to increase customer satisfaction.


Ability to handle critical incidents with a sense of urgency, quality and create positive customer service experience and create engaged customers

Take full accountability and ownership of customers issues and follow problems through with end-end resolution

Develop and establish agile and customer focused service procedures, policies and standards

Demonstrate exceptional communication skills and document customer service actions and outcomes

Recruit, mentor and develop help desk specialists and technicians and nurture an environment where they can excel through encouragement and empowerment

Apply best practices for help-desk processes and address areas of improvement

Control resources and utilize assets to achieve qualitative and quantitative targets

Maintain an orderly workflow according to priorities

Effectively manage the MSP help desk team and achieve continuous improvements

Adhere to SLAs and ensure customer service is timely and accurate such as First Customer Contact, First Contact Closure, Customer Satisfaction, Average Speed of Answer, Call Abandonment, etc. are met. Current targets are set forth in the existing Managed Service Agreement.

Develop and analyze daily, weekly and monthly reports and statistics on help desk teams productivity

Act as the primary contact for all non-standard service related enquiries and escalations, the Global Help Desk Manager will coordinate and track resources, contacts, and work in collaboration with Service Owners and Managers to ensure timely incident resolution.

Identify opportunities for service improvements

Liaising with appropriate Process Owners, Service Owners and Managers throughout the service management lifecycle to ensure appropriate introduction of new services and a fully informed and trained Help Desk Support team. Facilitated using the Support Change Control Request Form, updated IT Knowledge Base articles (ITKB) and on-going training and mentoring sessions.

Effective Vendor Management is required to ensure adherence to contractual terms and service delivery requirements and performance. Ensuring Vendor and its agents are fully trained on Biogen SOPs, processes and delivery requirements.

Requisition Number 34577BR

Employment Category Full-Time Regular

External Posting Title Manager, Global IT Help Desk Support Service

Job Category Information Technology

Qualifications 5 years of ITIL Experience with ITIL V3 framework along with at least ITIL intermediate certificate

Experience with Service Now or similar Incident Management Tool (e.g. Remedy, VSM/vFire)

Project management skills are beneficial

Experience with working in a pharma/Biotech/GxP environment is preferred

Experience with driving change management programs is essential

Strong Vendor Management skills to influence desired outcomes

Excellent analytical and troubleshooting skills

5 years managing a Global Help Desk environment

HDM Certification

Education Bachelors degree in Computer Science, Engineering, or related discipline with an IT focus is preferred.

Experience Level Associate

Summary This Leader will be responsible for the initiation, design, transition, ongoing maintenance/support and continuous improvement of the Biogen Global Help Desk Support Service. Accountable for the Global Help Desk Support Service across the entire IT service management lifecycle. Responsible for the financial oversight of costs involved delivering the Global Help Desk Support Service.

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15 days 3 hours ago



Manager, Global IT Help Desk Support Service Biogen - Badin, NC, United States


Location: Badin, NC

Company Profile:
Biogen Idec Inc. discovers, develops, manufactures, and markets therapies for the treatment of neurodegenerative diseases, hemophilia, and autoimmune disorders in the United States and internationally. Its marketed products include AVONEX for the treatment of relapsing multiple sclerosis (MS); TYSABRI to treat relapsing MS; RITUXAN for treating relapsed or refractory, CD20-positive, and B-cell Non-Hodgkin’s lymphoma (NHL); FUMADERM for the treatment of severe plaque psoriasis in adult patients; and FAMPYRA, an oral compound for the improvement of walking in adult patients with MS with walking disability. The company’s products that completed Phase III clinical trials comprise TECFIDERA (BG-12) for MS; Peginterferon beta-1a to prolong the effects and reduce the dosing frequency of interferon beta-1a; and long-lasting Factor VIII and IX product candidates for the treatment of hemophilia. Its products under Phase III clinical trials consist of Daclizumab, a monoclonal antibody in relapsing MS; TYSABRI for secondary progressive MS; and GA101, a monoclonal antibody for chronic lymphocytic leukemia and NHL. The company’s Phase II clinical trial products include Anti-LINGO for optic neuritis; STX-100 for idiopathic pulmonary fibrosis; and ANTI-TWAEK for lupus nephritis. The company’s Phase I clinical trial products comprise Anti-LINGO for MS; BIIB037 for Alzheimer's disease; Neublastin for neuropathic pain; and Anti-CD40 Ligand for general lupus, as well as Phase 1b/2a clinical trial product includes ISIS-SMNRx for spinal muscular atrophy. It has collaboration agreements with Genentech, Inc.; Elan Pharma International, Ltd; Acorda Therapeutics, Inc.; Portola Pharmaceuticals, Inc.; and Swedish Orphan Biovitrum AB. The company was formerly known as IDEC Pharmaceuticals Corporation and changed its name to Biogen Idec Inc. in November 2003. Biogen Idec Inc. was founded in 1985 and is headquartered in Cambridge, Massachusetts.